SOUMYA MISHRA

System Monitoring & Maintenance - monitor batch jobs (EOD/BOD), and ensure system availability.
Incident Management- Troubleshoot application issues, perform root cause analysis, and resolve incidents within SLA.
Preventive Maintenance- Monitor performance, optimize queries, and apply patches to prevent recurring issues.
Requirement Gathering & Validation- Collaborate with business teams to capture functional requirements for enhancements or fixes.
Impact Analysis- Assess business impact of incidents, changes, and new features.
Testing & UAT Support- Validate new features against business scenarios and assist in user acceptance testing.
Stakeholder Communication- Translate technical issues into business language for operations and management.
Documentation- Maintain SOPs, incident logs, and business impact notes for audits and knowledge sharing.

• Tested shipping and brokerage applications to ensure accuracy and smooth functionality.
• Created and executed test cases based on business requirements and reported issues clearly.
• Verified data and workflows for booking, scheduling, and documentation processes.

• Led a team managing end-to-end insurance operations, ensuring accuracy and compliance with UK regulations.
• Acted as primary escalation point, resolving complex issues and maintaining service quality.
• Partnered with stakeholders to align processes with business goals and improve efficiency.
• Drove process improvements and automation initiatives, reducing manual effort and turnaround time.
• Prepared performance reports and provided actionable insights to enhance client satisfaction.
• Mentored team members and facilitated knowledge sharing to strengthen domain expertise.

• Provide first-level technical support to customers for network, internet, and telecom services.
• Troubleshoot basic connectivity issues, device configurations, and service interruptions.